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• Report Forrester Infographic: The State Of Voice Assistants, 2019

  An Overview Of Consumer And Enterprise Adoption Of Conversational Interfaces

  August 28, 2019 | Julie Ask

  Conversations will evolve into a core element of digital experiences. Voice assistants have been around for years, but they primarily fetch answers to simple questions or control devices. As a...

• Report Consumers Are Connected; Companies Are Catching Up

  Mature Firms Adopt A Portfolio Of Technologies To Serve Their Customers

  June 28, 2019 | Julie Ask

  Forrester's Q2 2019 Global Emerging Technology Executive Online Survey assessed the digital portfolio initiatives of 134 firms. Most of the firms in this sample have undergone the greatest...

• Report The 3D Connected Consumer In 2019

  Create A Portfolio Of Experiences That Maps To How Your Customers Connect

  June 20, 2019 | Julie Ask

  Three dimensions — devices, platforms, and channels — now define how connected consumers are, and brands must serve their customers wherever they are in these complex ecosystems. Digital business...

• Report Notifications In Regulated Industries: Healthcare

  This Infographic Outlines The Current Environment, Challenges, And Solutions For Secure Messaging

  May 17, 2019 | Arielle Trzcinski, Julie Ask, Heidi Shey

  Three-quarters of healthcare, financial services, and insurance firms are using SMS or push notifications. Their primary objectives? Improving the customer experience and reducing operational...

• Report Notifications In Regulated Industries: Financial Services

  This Infographic Outlines The Current Environment, Challenges, And Solutions For Secure Messaging

  May 17, 2019 | Fatemeh Khatibloo, Julie Ask, Heidi Shey

  Three-quarters of financial services, insurance, and healthcare firms are using SMS or push notifications. Their primary objectives? Improving the customer experience and reducing operational...

• Report Born To Chat

  Tips And Tricks From Early Chatbot Entrepreneurs

  April 2, 2019 | Julie Ask

  We spoke to 20 companies to assemble insights on operational best practices for firms developing products or services rooted in a conversational interface. If you're thinking about building up your...

• Report Forrester Infographic: Customer Service Chatbots Fail Consumers Today

  January 30, 2019 | Ian Jacobs, Julie Ask, Andrew Hogan

  Brands increasingly rely on chatbots for customer service as a way to deflect inbound calls and reduce costs, but Forrester Analytics data shows that consumers aren't thrilled. Consumers are...